Contact Center Management "By the Numbers"

With the ever increasing complexity of multi-channel customer contact handling, it is significant that this book addresses the challenges of managing such a contact center comprised of customer service agents, documented workflow processes, and enabling technology. Integrated reporting of calls, e-mails, Web-chat, and Web self-service becomes key.

The authors have written a very practical guide to managing a customer contact center "by the numbers." In contrast to most other departments in a company, the contact center has a constant flow of available performance metrics that are critical for the manager to use in making real-time decisions. The challenge is always what action to take when the "numbers change," and what remedies are best suited for specific performance gaps.